Customer Experience News 204: Podcast: CX Strategy & Customer Empathy, Customer Advocacy: Who Do You Trust? & CX Management: Protecting CX Budgets

Podcast: CX Strategy & Customer Empathy (57min) This week I talked with Head of Customer Experience at Freddie Mac, Bill Staikos, on his new-ish Podcast, Be Customer Led. We discussed CX strategy, governance, and the importance of …

Customer Experience News 203: Culture: Lego & GSK on Customer Centricity, Loyalty: A New World of Customer Loyalty? and Supply Chain: Speed & Flexibility the Key

Culture: Lego & GSK Talk Customer Centricity (2min) Who owns customer centricity? CMO’s from Lego and GSK discuss how customer centricity is informing agile and responsive organisational behaviour, how they are moving from products to brand …

Customer Experience News 201: The Future of Customer Personalisation, Using Your CX Toolkit in Agile and Retail Nightmare Before Christmas

Facing the Future of Customer Personalisation (5min) The promise of ‘customer journey orchestration’ is real-time, cross-channel engagement that delivers highly relevant experiences at optimal points in the path-to-purchase. Early adopter organisations are already exploring an …

Customer Experience News 198: Expert ‘Building Blocks’ Guide CX Success, Research Reveals ROI of CX and Microsoft Backs Empathy

Expert ‘Building Blocks’ Guide CX Success (3-4min ea.) The Customer Experience Professionals Association (CXPA) has created a “CX Building Blocks” series designed to help practitioners establish or strengthen their CX capability. Featuring advice from internationally …

Customer Experience News 196: Winning in the New World, Peter Fader on Loyalty & Customer Value and Emotional Intelligence

Winning in the New World (5min) A timely and in-depth article from the Australian Institute of Company Directors on how smart businesses can capitalise on the shifts in consumer behaviour brought about by the pandemic. …